FAQs

We can’t ever assume that any alarm is false. We treat every alarm from your security system as a potential security breach. Sometimes thieves may deliberately trigger repeated alarms from the same area in your premises hoping that a less diligent security provider might eventually ignore them. We’ll only disregard an alarm signal from your premises upon your explicit instructions (verbal for temporary override/written for on-going circumstances). You may wish to consider a Video Monitoring Service, which allows our operators to remotely view your site when the alarm is activated, assisting them in verifying alarm triggers, and potentially reducing responses to what turn out to be false alarms.

The Permaconn Alarm Monitoring Network communicates within ‘Virtual Private Networks’ (VPNs), provided by Optus and Telstra. The VPNs are dedicated for Permaconn alarm data only, and ensure all data transmitted & received is secure. All messages are encrypted ‘end to end’, using Advanced Encryption Standard (AES128). Dual SIM Permaconn devices communicate & switch seamlessly between both Telco networks, guaranteeing network availability of 99.9%.

Inner Range Multipath is a state of the art multiple path IP alarm transmission system designed for low cost alarm monitoring through to high security applications. Multipath-IP is a suite of products ranging from a variety of field hardware devices installed on the customers premises to dedicated hardware systems installed within a monitoring centre.

Customers with existing monitored locations can organise an emergency or temporary Guard Service by emailing us at: [email protected] from your business email address.

A minimum 4 hour charge is applicable. Non-emergency rates apply when more than 4 hours notice is given. Emergency rates apply when less than 4 hours notice is given.

You’ll also need to provide access to toilet & kitchen facilities at the location.

We can’t ever assume that any alarm is false. We treat every alarm from your security system as a potential security breach. Sometimes thieves may deliberately trigger repeated alarms from the same area in your premises hoping that a less diligent security provider might eventually ignore them. We’ll only disregard an alarm signal from your premises upon your explicit instructions (verbal for temporary override/written for on-going circumstances). You may wish to consider a Video Monitoring Service, which allows our operators to remotely view your site when the alarm is activated, assisting them in verifying alarm triggers, and potentially reducing responses to what turn out to be false alarms.

Our electronic Alarm Response Docket lists 9 event-types which may result in a response. One of these events will be selected on each docket you receive. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach to the security of your premises:

• Late to Close – your alarm is still unarmed after your closing schedule and your response plan requires us to attend. Your response plan is only actioned if we haven’t received a call from a contact, or have been unable to contact anyone on site.
• Out-of-Hours Entry – your alarm system is disarmed outside your scheduled hours. A response is only despatched if we haven’t had a call from a contact, or have been unable to contact anyone on site and your response plan authorises it.
• Isolation – one or more of your detection devices haven’t activated when your security system has been armed. Common causes include doors/roller shutters that may not have been secured correctly.
• Let In/Out, Patrol Report and Random Patrol Request event-types are services provided at your request. Please contact us for more information.

Alarm Response Dockets are electronically delivered to an email address of your choice.

A member of the Monitoring Team will notify your nominated contacts immediately. Once we’ve contacted you we can assist you with contacting the police if you want them to attend. Most Australian police services require an onwer or representative of the business to personally make this request and expect you to be present when they attend. We’re unable to directly make that request for you.

If you’d like to make temporary arrangements for the safeguarding of the propoerty we can also assist.

If we’re unable to contact you and you haven’t authorised us to place a guard on-site, we’re unable to take any further action.

A small additional charge applies per separately monitored ‘additional area’ (see the What is an area? FAQ). Each ‘additional area’ requires the same amount of work as a separately monitored system.

We can’t ever assume that any alarm is false. We treat every alarm from your security system as a potential security breach. Sometimes thieves may deliberately trigger repeated alarms from the same area in your premises hoping that a less diligent security provider might eventually ignore them. We’ll only disregard an alarm signal from your premises upon your explicit instructions (verbal for temporary override/written for on-going circumstances). You may wish to consider a Video Monitoring Service, which allows our operators to remotely view your site when the alarm is activated, assisting them in verifying alarm triggers, and potentially reducing responses to what turn out to be false alarms.

Without these times we’re unable to check if your system has been armed or know if a member of staff has entered your premises outside your schedule. We recommend that you nominate the earliest time by which you expect to disarm your alarm each day, and the latest time by which you expect to arm your alarm each day.

If you don’t want to have a schedule you shouldn’t provide times. And if you want to remove your schedule email the Monitoring Centre at [email protected]

It’s important that we’re able to identify & verify those members of your organisation who are authorised to issue instructions or make temporary changes to your procedures or schedule. Therefore we require all authorised users to know your company’s “blanket” or their individual password. Your password should not be the same as your alarm code.

Contacts are the people who you’ve nominated as your company’s authorised after hours decision makers.

While we’re responsible for monitoring your alarm and advising your contacts of any exceptions, your contacts are responsible for making decisions about your security based on the information we provide. Once personal contact has been made with a contact, we consider that they’ve been duly advised and it’s now their responsibility to make a decision.

If they don’t want to make a decision or issue instructions it then becomes their responsibility to contact another contact who is able to make a decision.

Our electronic Alarm Response Docket lists 9 event-types which may result in a response. One of these events will be selected on each docket you receive. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach to the security of your premises:

• Late to Close – your alarm is still unarmed after your closing schedule and your response plan requires us to attend. Your response plan is only actioned if we haven’t received a call from a contact, or have been unable to contact anyone on site.
• Out-of-Hours Entry – your alarm system is disarmed outside your scheduled hours. A response is only despatched if we haven’t had a call from a contact, or have been unable to contact anyone on site and your response plan authorises it.
• Isolation – one or more of your detection devices haven’t activated when your security system has been armed. Common causes include doors/roller shutters that may not have been secured correctly.
• Let In/Out, Patrol Report and Random Patrol Request event-types are services provided at your request. Please contact us for more information.

Alarm Response Dockets are electronically delivered to an email address of your choice.

A “blanket password” is a password that everyone who’s authorised to use your security system and contact the monitoring centre knows.

Your “blanket password” cannot be changed verbally.

Your “blanket password” can be changed by one of your authorised contacts emailing the Monitoring Centre

If you’re moving you should notify us in writing as soon as possible so that we can arrange for the transfer of the monitoring service to your new location*. You may transfer your contract, however you’ll need to contact us so that we can arrange the new connection and get your new site up and running as soon as possible.

If you’re cancelling the service, one of your authorised contacts must request the termination of the service in writing. If you’re still under contract at the time of cancellation you must pay out the balance of the service charges for the remaining months left on your contract. You’ll also be liable for any ad-hoc charges incurred during this time.

Please allow up to 14 days for processing against your account. Please note that “We are moving” notices etc, won’t be accepted as notification of a move or cancellation. It’s never assumed that you’ve stopped using the security system until an authorised contact provides us with a written notification to such effect. It’s not uncommon for customers to require security simultaneously at their old and new sites. For your security we insist on written notification so that we can authenticate the request.

* A quote may be required for the installation or relocation of your equipment.

If you’re not arming your security system by the scheduled closing time contact the Monitoring Centre on (02) 6372 9047 and be ready to provide the following information:

• Your first and last name
• Company name and location
• Your individual or blanket password
• Estimated time of departure

If you’re entering outside your schedule, contact the Monitoring Centre immediately after you’ve disarmed the security system and be ready to provide the following information:

• Your first and last name
• Company name and location
• Your individual or blanket password
• Estimated time of departure

The purpose of out-of-hours verification is to check who’s coming and going from the premises during those times when the alarm system is meant to be armed. Therefore we ask that you don’t call 2-3 days before to “book in” as we need to verify you or your staff at the time of disarming.

As soon as they disarm the security system they should call the Monitoring Centre on (02) 6372 9047.

The Permaconn Alarm Monitoring Network communicates within ‘Virtual Private Networks’ (VPNs), provided by Optus and Telstra. The VPNs are dedicated for Permaconn alarm data only, and ensure all data transmitted & received is secure. All messages are encrypted ‘end to end’, using Advanced Encryption Standard (AES128). Dual SIM Permaconn devices communicate & switch seamlessly between both Telco networks, guaranteeing network availability of 99.9%.

Inner Range Multipath is a state of the art multiple path IP alarm transmission system designed for low cost alarm monitoring through to high security applications. Multipath-IP is a suite of products ranging from a variety of field hardware devices installed on the customers premises to dedicated hardware systems installed within a monitoring centre.

Most security systems give you the ability to have specific areas – or partitions – of your business monitored whilst other areas remain disarmed. For instance you may be able to divide your building into three separate areas including the office, warehouse and showroom. Each ‘additional area’ may be monitored as if it were an independent entity with its own codes and schedules allowing you to choose the level of authorisation that each user has. You can assign rights to each user for either full or restricted access.

 
Most alarm systems have the capability to send a test signal within a pre-defined period of time (e.g. once every 7 days, every 24 hours) to allow us to verify that your alarm system is still connected and reporting.
 

If you’re using PSTN/Digital Dialler or fixed-line IP Monitoring via fibre as your communication option, there may be the risk that the line could be intentionally cut or drop-out due to network failure. If this happens your security system won’t communicate with the Monitoring Centre. If you or your insurer are concerned about your level of risk you should consider switching to a 4G plan.

Offline – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

We’ll attempt to contact you using the numbers provided. If we can’t make contact we’ll advise your contacts.
Depending on your nominated Alarm Response Plan, a response vehicle may be sent to your premises to investigate.
 

Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn’t restored we’ll follow your nominated Alarm Response Plan.

Thanks to advances in technology, our alarm monitoring systems won’t fail if there’s a power cut. Unlike phone lines, 4G wireless monitoring systems continue to transmit when there’s a power outage. In the past, opportunistic thieves would use power cuts as an opportunity to gain unlawful access to a building. The use of 4G overcomes this, so you know your system is secure even when there’s no power. This also means your business is less likely to face a break-in when there’s an adverse weather event.

Any request for a designated hold up alarm service must comply with the National Police Alarm Activation Response Guidelines.

Section 5, Alarm Categories & Responses, defines a Hold Up Alarm received from a business as a Category A alarm if it meets the following guidelines.

To qualify as a Hold Up Alarm the hold up button device attached to your security system must be:

• a for purpose and manufactured dual button press device
• permanently fixed to a solid surface and installed in accordance with Australian Standard 2201.2
• operated by a person who is, or is about to be confronted by a weapon or threat of violence for the purpose of robbery
• programmed to a seperate, individual zone on the security system
• maintained in accordance with Australian Standard 2201.1:2007
• accompanied by the owners written instructions for the activation and reset of the device
• have any tools or keys that are required for its reset in a designated location on the premises
• operated as an add-on to a business monitoring service that sends open and close events to the Monitoring Centre when the security system is armed and disarmed

Please note that portable wireless devices, including pendants cannot be classified as a Hold Up Alarm. For information regarding these devices and their treatment as a Duress Alarm please see the FAQ What if I trigger a duress alarm?

In all instances operators will notify Police to attend. Once Police notification has taken place it is irrevocable.

Please note that the National Police Alarm Activation Response Guidelines are a product of the National Emergency Communications Working Group – Australia and New Zealand (NECWG-A/NZ) and are available on the necwg-anz.org website. Virgo Security cannot guarantee that the police force in your jurisdiction will handle operational matters as described in this document or make changes without notice.

A duress alarm isn’t a Hold Up Alarm and isn’t reported to police on activation. If you require a Hold Up Alarm please read the FAQ What Happens if we trigger our hold up alarm?

Once we’ve called and left messages for all of your contacts we’ll wait to receive further instructions. If your Alarm Response Plan includes sending a response vehicle without a contacts authorisation this will be done.

A member of the Monitoring Team will notify your nominated contacts immediately. Once we’ve contacted you we can assist you with contacting the police if you want them to attend. Most Australian police services require an onwer or representative of the business to personally make this request and expect you to be present when they attend. We’re unable to directly make that request for you.

If you’d like to make temporary arrangements for the safeguarding of the propoerty we can also assist.

If we’re unable to contact you and you haven’t authorised us to place a guard on-site, we’re unable to take any further action.

Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.

Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

Line fault trouble – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

Test failure / Should have reported – if a test signal isn’t received as scheduled, we’ll contact you during business hours and get you to test your security system.

Fire Alarms – notification of fire alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

Ambulance authority notification of medical alarms is account specific and will take place immediately if you’ve requested it. If ambulance authority notification isn’t specified your contacts will be notified. If we’re unable to contact any contacts we’ll automatically notify the ambulance authority in your state or region to attend.

Medical monitoring services can also include regular live testing by the Monitoring Centre. Please call Sales on (02) 6372 9047 or email [email protected] to make an enquiry.

A Grade A1 Monitoring Centre is Australian/New Zealand Standards highest classification for a Monitoring Centre.

The Standard provides the requirements for the grading of construction of Monitoring Centres and the grading of equipment and staff used for the monitoring of security systems. The Standard uses two seperate parameters for grading: building services and construction are graded on a scale from A to C with A being most resistant to attack, and; operation, equipment and staff are graded on a scale from 1 to 3 with 1 having the highest performance.

Bypass / Trouble (Isolation) – one or more of the detection devices isn’t functioning on arming. Common causes include doors and or roller shutters that may not have been closed.

Please make sure that all of your contacts know that they’re on the Contacts list you’ve given us, and that we may attempt to contact them. It’s also important that they understand your company’s security policies and their obligations should we contact them.

• Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.

• Bypass / Trouble (Isolation) – one or more of the detection devices hasn’t switched on when the system was armed. Common causes include doors and or roller shutters that may not have been closed.

• Fire or Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you’ve requested it. If notification of Fire & Rescue NSW is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify Fire & Rescue NSW to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

• Medical Alarms – NSW Ambulance Service notification of medical alarms is account specific and will take place immediately if you’ve requested it. If NSW Ambulance Service notification is not specified in the account comments contacts will be notified. If we’re unable to contact any contacts we’ll then automatically notify NSW Ambulance Service to attend.

• Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn’t restored we’ll follow your nominated Alarm Response Plan.

• Low Battery – on receipt of a low battery signal we’ll follow your nominated Alarm Response Plan.

• Test failure / Should have reported – if a test signal isn’t received as scheduled, we’ll contact you during business hours and get you to test your security system.

• Line fault trouble / offline – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

Yes. We’re ISO 9001:2015 certified for Quality Management, 45001:2018 Occupational Health & Safety and 14001:2015 Environmental Management.

Send an email to [email protected] with the following information: start date, finish date etc.

Requests for history more than 3 months may take 24-48 hours to produce. Charges may also apply.

Medical alarm monitoring is an add-on service that requires the installation of a specific device to the security system.

Once the device has been installed you’ll need to provide the Monitoring Centre with specific information regarding the patient and its use. Please call Sales on (02) 6372 9047 or email [email protected] to make an enquiry.

Customers with existing monitored locations can organise an emergency or temporary Guard Service by emailing us at: [email protected] from your business email address.

A minimum 4 hour charge is applicable. Non-emergency rates apply when more than 4 hours notice is given. Emergency rates apply when less than 4 hours notice is given.

You’ll also need to provide access to toilet & kitchen facilities at the location.

No. You’re only human and you might forget. You should always nominate the latest time that you think you may be working so that we can adjust your schedule accordingly. If you haven’t armed by your nominated time we’ll treat it as an exception and action it accordingly.